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Business Profile

Mattresses

Mattress Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

This profile includes complaints for Mattress Express's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mattress Express has 6 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/18/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Mattress Express employee using personal privet cell phone to take pictures of screen, license and credit card. when confronted he yell my wife and I out of the store. I called other mattress express stores and was told this is NOT done this way.

      Customer Answer

      Date: 12/23/2024

      I'm seeking Contact from Business

      Business Response

      Date: 12/23/2024

         Mr. ****** visited our Watertown location. He requested financing options. We copied the documents required by retail finance companies to apply and show identity. He did not like that and we destroyed the copies immediately as he requested. We have spoken to him several times and he apparently refuses to accept this answer. We assist consumers in acquiring millions of dollars of consumer financing annually and do not steal people's identities. He simply does not or will accept that the finance companies require proof of identity and certian documents to loan money,

    • Initial Complaint

      Date:05/25/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We went here to find a mattress and frame. So we had them run a credit check to see if we could apply for financing. With authorized the credit check. We however did not authorize them to open up a credit card in our name. We spoke to them and they said thats just how they do the financing, but we only wanted to see if we qualified. We want this handled since this hurt our credit and i feel this is fraud to a degree

      Business Response

      Date: 05/28/2024

        Mr. ******** complaint is with ********* ********* not Mattress Express. As Mr. Wheaton stated; at our location he applied for a credit line to ********* and was approved. ********* ********* in turn opened the account and sent him a card. Nothing was charged to it and he can easisly cancel it. We hope this clears up this matter.   Sincerely, Mattress Express

      Customer Answer

      Date: 05/28/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  We have applied for financing at several different stores and merchants in the past. None of them ever opened a line of credit until we were ready to move forward on it. We even told her that we had to think it over for a few days. If you can't help us with the credit, the least you can do is train your employee to inform prospective clients that they are going to have a line of credit opened when they just want to see if their credit will allow financing. But I see this is a sensless debate to continue. i am closing the dispute after you see this response, should you make things more transparent or not. The actions of your employee has hurt our credit. That employee represents your company and has made it look shady. We pray you take this to heart to better your busniess.  Regards, ****** *******

    Mattress Express is NOT a BBB Accredited Business.

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